HEAD RECEPTIONIST

JobTitle:
Head Receptionist

Place ofWork:
A hotel

Scope and GeneralPurpose:
To supervise and control the reception,registration and room allocation of all guests.

Responsibleto:
Front Office or Front of House Manager

Responsiblefor:
Receptionist

Liaiseswith:
Housekeeper
Front Office Departments

Limits ofAuthority:
To be agreed

MainDuties:
·To supervise and control all reception staff.
·To organise duty rosters, ensuring that there are sufficient staffto cover all duties, particularly during peak period business andto arrange a stand-by in case of illness or absenteeism.
·To be available during check-in periods to deal with any problemsor complaints.
·To ensure that reception staff are dressed in the correct uniformand that their appearance enhances the image of the hotel.
·To ensure that guests are greeted "with a smile" and that allregistration formalities are correctly completed, paying particularattention to charge-out details and credit rules.
·To liaise with reservations and pre-allocate rooms, bearing inmind the preferences of regular and VIP guests.
·To ensure co-operation and helpfulness with all front office andhousekeeping departments.
·To ensure that the guest list register is updated regularly duringthe day and that copies are sent to the appropriate departments,i.e. Hall Porter, Cashier, Telephone Room and Housekeeping.
·To liaise closely with the housekeeping department on check outs,moves, etc.
·To arrange alternative suitable accommodation, for a confirmed orregular guest, if the hotel is fully occupied.
·To ensure maximum room occupancy in line with agreed policy onoverbookings.
·To hold regular performance appraisals with all reception staff,identifying areas for development and training needs.
·To carry out regular on-the-job training with all reception staffto ensure that they perform their duties correctly to companystandards and that the training needs identified in the performanceappraisals are actioned.
·To report any faults or defects to the maintenancedepartment.
·To be totally security conscious at all times and ensure thateffective procedures are in operation for bomb scares,etc.